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Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

TechSee

MARCH 7, 2019

Deploying the most effective and sustainable VEA would require the integration of multiple technologies, such as interaction guidance, decision support, robotic process automation, workflow optimization and agent career path development. Current approaches to agent empowerment. Team-based models.

Gamification 104
Gamification Contact Center Agent Empowerment Self service 104
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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Many agents end up with multiple tabs open on their screens, flipping between them to complete the inquiry generation process. Customer service diminishes. Alex Tebbs.

Contact Center 334
Contact Center Call Center Average Handle Time Real estate 334
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